Hardware Specialist, Payment Operations

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Fullsteam is looking for a talented payments Hardware Specialist to join our team. The Hardware Specialist plays a critical role in our operations, focusing on the efficient placement of new hardware orders and handling RMA requests while upholding established productivity and service quality standards. This role, within the Payment Support function, necessitates adept communication with various stakeholders, both internal and external, and demands timely resolution of escalated and non-escalated investigations. Utilizing a range of applications, the Hardware Specialist ensures meticulous documentation of all activities.

Primary Responsibilities:

• Review Sales Order for accuracy and Process Sales Orders and RMA’s (Return Material Authorization) utilizing NetSuite while ensuring urgency and prioritization across multiple hardware distributors.

• Coordinate with logistics provider to ship the product from inventory in Third Party Logistics (3PL) system.

• Update status of shipment in NetSuite and SalesForce based on shipping data in 3PL.

• Maintain adherence to KPIs, ensuring orders are shipped within 1 business day.

• Manage shipping from various service providers based on availability of inventory.

• Analyze data to identify trends in hardware and distributor performance and use insights to improve operational efficiency.

• Work collaboratively with internal teams and Business Unit support teams to identify opportunities for enhancing support services.

• Exhibit composure, resilience, and flexibility in adapting to evolving customer needs and fluctuating ticket volumes.

• Utilize multiple systems, applications, and procedures to accurately resolve questions and issues.

• Engage in clear verbal and written communication with Business Units, customers, and third-party vendors as necessary to fulfill sales orders.

• Uphold and enhance our organizational reputation by consistently meeting or exceeding service quality metrics.

• Demonstrate flexibility in working hours to accommodate high-volume workloads or urgent requests.

• Perform additional duties as assigned and requested.

Skills & Competencies:

• Strong organizational and time management skills, with keen attention to detail.

• Ability to swiftly adjust to changing priorities and business needs.

• Capable of managing multiple tasks simultaneously while maintaining focus and accuracy, even during high-pressure or high-volume periods.

• Skilled in quickly transitioning between tasks without compromising the quality of work or customer service.

• Effective communication skills, both written and verbal, with a keen ability to understand and address customer needs.

• Proficiency in reviewing and analyzing data, with the ability to identify trends.

• Sound judgment, coupled with robust problem solving and analytical capabilities.

• Quick learner with the ability to work independently and collaboratively towards achieving company and team objectives.

• Efficient working with multiple systems to obtain and enter sets of data accurately.

• Ability to work 8:00am - 5:00pm Central Standard Time.

Minimum Qualifications:

• Entry-level role.

• High school diploma or equivalent.

• Experience working within a CRM system, with Salesforce experience being a plus.

• Familiarity with payment terminals and providing technical support is advantageous.

• A background in ordering, distribution, or supply chain management is a plus.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.